SOS

[Jacque]

Install new game on the new phone make sure game center credentials are the same (old game and new game on new device) then the pop up will appear to revert to old game. The files they are talking about are the old game files with old game progress.

Thanks. I’ve tried reinstalling a few times and played to level 4 but nothing popping up

 

[A Merryflyer]

Thanks. I’ve tried reinstalling a few times and played to level 4 but nothing popping up

Using the same or different GameCentre codes on the old and new device?

 

[Jacque]

Using the same or different GameCentre codes on the old and new device?

I’ve completely erased the old device and thrown it in the river

 

[A Merryflyer]

I’ve completely erased the old device and thrown it in the river

Well that should make things more simple!

So the iTunes and GameCentre account on the new device are the same as the ones on the old device when you purchased the subscription???

It sounds like what GI are trying to do is restore your game (on the new device) using Game Centre. This isn't really anything to do with your subscription, but is the next logical step.

 

[Jacque]

Yes tha

Well that should make things more simple!

So the iTunes and GameCentre account on the new device are the same as the ones on the old device when you purchased the subscription???

It sounds like what GI are trying to do is restore your game (on the new device) using Game Centre. This isn't really anything to do with your subscription, but is the next logical step.[/QUOTE
Yes it should all be the same as I have not changed any details at any stage etc. I’ve played to level 5 on a new game but still nothing popping up

 

[A Merryflyer]

Yes tha

I would suggest deleting the app from your new iPhone. Hard closing the phone and restarting it. Waiting for about an hour, reloading the app and open it every hour or so until the Game Centre choose saved game option comes up.

If that doesn't work, try logging out of Game Centre and repeating the process.

If all that doesn't give you any joy, then I suggest you go back to GI.

Even if it does work I am not confident your subscription will be active on the new device.

 

[Jacque]

Ok I’ll try that.

I would suggest deleting the app from your new iPhone. Hard closing the phone and restarting it. Waiting for about an hour, reloading the app and open it every hour or so until the Game Centre choose saved game option comes up.

If that doesn't work, try logging out of Game Centre and repeating the process.

If all that doesn't give you any joy, then I suggest you go back to GI.

Even if it does work I am not confident your subscription will be active on the new device.

But how do I go about get my subscription active. I’ve just paid £103 for the 6 month one. Surely I must be able to get it active

 

[A Merryflyer]

Get your game restored first, see if the subscription is active and go from there.

 

[Jacque]

Get your game restored first, see if the subscription is active and go from there.

Thanks for the help.
One more question. Just so I’m clear.
What is hard closing the phone ?

 

[Jacque]

Thanks all for the help. Got my game back on. Just trying to sort the gold subscription now

 

[A Merryflyer]

Thanks all for the help. Got my game back on. Just trying to sort the gold subscription now

I am glad you have that bit sorted. If you would please keep us up to date on how you get on with GI and the subscription that would be really useful, as your not the first to have this issue and you won't be the last, and it extremely useful for the community to know what the latest response from GI is.

Good luck!

 

[Jacque]

I am glad you have that bit sorted. If you would please keep us up to date on how you get on with GI and the subscription that would be really useful, as your not the first to have this issue and you won't be the last, and it extremely useful for the community to know what the latest response from GI is.

Good luck!

Will do.
So far I’ve sent them a screenshot of my purchase in iTunes

 

[Jacque]

I am glad you have that bit sorted. If you would please keep us up to date on how you get on with GI and the subscription that would be really useful, as your not the first to have this issue and you won't be the last, and it extremely useful for the community to know what the latest response from GI is.

Good luck!

Not much luck so far. Communication from GI has been very poor. Nobody is responding. Have sent about 7 or 8 messages with no response. The last I heard was that they were going to pass it on to the Dev team

 

[andy8758]

How did you contact g and get it sorted

Apologies for slow response - I am hoping to get a job with GI...

@Jacque To answer your question - I went through the game app (settings icons - then click "Tech Support" button. Then use "Contact Us" - blue writing top right of screen). That puts you in a chat with Support - a "G-Bot" starts to reply to you, and very quickly runs out of answers - and says "I will pass it to a human nearby" It actually only took two hours for the "Human Nearby" to respond, and then you get real Tech Support (expect lots of advice on "Strong, stable internet connection required" then eventually the Support Human tells you "I'll talk it over with the dev team and get back to you shortly. Stay tuned!")

I stayed "tuned" for two days with absolutely no contact from support or the mysterious "dev Team", by which time my subscription miraculously resolved itself. At which point I get a message from support to say "Your subscription was renewed. Please check."

Moral of the story here is that our subscriptions involve three parties - you, GI and your subcription administrator (in my case Apple). The three are continents apart and effective communication is not part of the subscription service. Merryweather's response above is excellent advice - Apple generally sort out issues and refunds very quickly. If no joy after two weeks go to Apple and ask for a refund.

 

[Jacque]

Apologies for slow response - I am hoping to get a job with GI...

@Jacque To answer your question - I went through the game app (settings icons - then click "Tech Support" button. Then use "Contact Us" - blue writing top right of screen). That puts you in a chat with Support - a "G-Bot" starts to reply to you, and very quickly runs out of answers - and says "I will pass it to a human nearby" It actually only took two hours for the "Human Nearby" to respond, and then you get real Tech Support (expect lots of advice on "Strong, stable internet connection required" then eventually the Support Human tells you "I'll talk it over with the dev team and get back to you shortly. Stay tuned!")

I stayed "tuned" for two days with absolutely no contact from support or the mysterious "dev Team", by which time my subscription miraculously resolved itself. At which point I get a message from support to say "Your subscription was renewed. Please check."

Moral of the story here is that our subscriptions involve three parties - you, GI and your subcription administrator (in my case Apple). The three are continents apart and effective communication is not part of the subscription service. Merryweather's response above is excellent advice - Apple generally sort out issues and refunds very quickly. If no joy after two weeks go to Apple and ask for a refund.

Thank you very much for the advice. I’m hoping to hear back from them today seeing as it’s monday and they probably all were off over the weekend. Will keep you updated.
Cheers J

 

[Jacque]

Gold subscription restored

 

[Jacque]

Gold subscription restored

Just activated itself. Took a bit of shouting but all sorted now

 

[Teboho]

Just activated itself. Took a bit of shouting but all sorted now

Indeed they were all away for the weekend...

 

[Danieljohn]

Did you buy the subscription more than 14 days ago? If so your are outside the cooling-off period.

In which case ask Apple for a refund as the subscription is not working.

If that does not work, I am afraid I am not able to offer you any solution. When I had the same issue I did not get any satisfaction from GI and I went to extensive lengths including messaging their CEO and making a complaint on the EU Online Purchase Dispute Resolution platform (their suggestion was refund from Apple). Things may have changed with GI are they have become more accustomed to this problem. But that is just speculation on my point.

Hello I lost my account too and they won't refund any of my purchase or get my account back.

Did you actually get a refund ??

Who did you email about it?

Thanks

 

[Jacque]

Hello I lost my account too and they won't refund any of my purchase or get my account back.

Did you actually get a refund ??

Who did you email about it?

Thanks

I sent messages via the game and via the support on their website. Got it sorted after a couple of days